Effects of Self-Order Kiosks Aesthetics on Revisit Intention: The Case of a Philippine Fast-Food Company

Abstract

This chapter examines how the aesthetic appeal and formality of self-order kiosks affect customer revisit intention in fast-food restaurants. It further investigates the mediating effects of pleasure and arousal on the relationships between aesthetic appeal, formality, and revisit intention. Participants were identified using the intercept method and consisted of diners at fast-food restaurants with self-order kiosks. Utilizing a predictive research design and path modeling via partial least squares, the findings showed that aesthetic appeal and formality significantly and positively influence pleasure, arousal, and revisit intention. Moreover, pleasure and arousal were found to have a significant and positive effect on revisit intention. Mediation analysis revealed that pleasure indirectly influences the relationship between both aesthetic appeal and revisit intention, and aesthetic formality and revisit intention. On the other hand, arousal was found to mediate only the relationship between aesthetic formality and revisit intention.